In Windows ‘An error occurred while communicating with scanning device’

Issue

‘An error occurred while communicating with scanning device’ ‘ message displays when you try to scan an item, and the scan fails.

Click the plus sign () next to your operating system for more information.

Windows XP

Follow these steps for the Windows XP operating system. If you need to scan immediately, you can use the following scanning workarounds instead of troubleshooting.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try the other workarounds if the first workaround you tried did not work.

Scan with Paint

Windows XP provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.

To scan a document using Paint in Windows XP, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.

Prompted to enter your printer name/number in the search box?If you are prompted for additional information, use the following steps to access your printer support page.

Type your printer’s name and number in the search box, and then click Next .

If necessary, select your model in a list of similar printers.

Step two: Access the EWS

In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

Figure 1: Example IP address in the browser address bar

The EWS\Printer information page opens.

I got a security certificate error. What do I do?If a ‘There is a problem with this website’s security certificate ‘ message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ‘ Continue to this website (not recommended) ‘.

NOTE: Choosing ‘ Continue to this website (not recommended) ‘ will not harm your computer while you navigate within the printer’s EWS. If you encounter this error outside of your HP printer’s EWS, your computer could be at risk.

If the Web browser fails to open the EWS after you click ‘ Continue to this website (not recommended) ‘, refresh the browser window.

Continue to the next step.

Step three: Scan with the EWS

Browse to the Scan tab of the EWS.

NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.

Scan with HP Scan

Locate and double-click one of the following files. You will only have one to choose from.

Hpiscnapp.exe

Hpqscnvw.exe

This will launch the HP Scan application.

Select New Scan , and then change any desired settings to the scan.

Click Accept to save the scan to the desired location.

Follow these steps if you need to save the scan as another file type, such as a .PDF:

Right-click the recently saved file to open it in another application, such as Microsoft Word.

Save the new scan as the desired file type.

Before you begin troubleshooting

Before you work through the solutions, follow these steps.

Make a copy of a single-page documentTo make sure that the printer hardware functions correctly, try to copy a single-page document. (Do not copy this document, because it is very long!) If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that displays on the computer during copying.

Bookmark this pageSome of the following solutions require that you restart the computer. Consider bookmarking this page in your Web browser, so that you can return to it after restarting the computer.

Read how to use these solutionsTry each of the following solutions in the order presented. After completing the steps for each solution, try to scan. If the steps resolve the issue, you can stop troubleshooting. If the printer still does not work, continue to the next solution.

Important : You must follow the solutions in the order presented to resolve the issue.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

Press the Power button to turn off the printer.

Turn off the computer.

Press the Power button to turn on the printer.

Turn on the computer.

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to reset the devices.

Press the Power button to turn off the printer.

Shut the computer down, and then turn the router, switch, or access point off.

NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.

Turn the devices on again in the following order:

Networking device (the router, switch, or access point)

Printer

Computer

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.

If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Try scanning again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Step one: Download the tool

NOTE: The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

Press the Power button to turn on the product, if it is not already on.

From the Product column in the Print and Scan Doctor, select your HP product.If your product is not in the list, turn it off and back on, and then click Retry .

Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.

Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

In the Print and Scan Doctor results screen, view the list of actionable results.

If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.

If you see a red X ( ), follow the on-screen instructions to resolve the issue.

When you have finished fixing all the diagnosed problems, click Test Scan or Skip .

If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Solution five: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Disconnect the USB cable from both the printer and the computer.

Click Start , and then click All Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you don’t use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup . This selection enables all features to start automatically the next time the computer starts up.

NOTE: To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.

Click Apply , and then click OK .

Click Restart .

Step seven: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Disconnect the USB cable from both the printer and the computer.

Click Start , and then click All Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you don’t use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

If there is a check mark next to Load Startup items, click to clear the check box.

Click the Services tab and select the Hide All Microsoft Services check box.

Click Disable all .

Click Apply , and then click Close .

If an ‘Access is denied’ message appears on the computer while making changes, click OK . This message does not prevent you from making changes.

Click Restart .The message ‘You’ve used system configuration utility to make changes to the way windows starts’ appears on the Windows desktop.

Select the Do not show this message again check box, and then click OK .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet. Follow these steps to configure the firewall.

NOTE: Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.

Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

If available, select the Medium security setting when connected to your network.

If available, select the Trusted zone setting when connected to your network.

Restore any custom firewall settings to their default settings.

Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

Do not run more than one firewall at a time.

Use a manual IP address to improve the connection between the computer and your printer.

If you are still experiencing connection issues, continue to the next step.

Find the notification area in the lower right corner of your computer, near the clock.

Figure 2: Examples of the notification area on the computer

In the notification area, right-click the icon for the third-party software, and then click Enable . If you don’t know the name of your firewall program, mouse over the icon until your firewall program name displays.

NOTE: The option to turn on the software might not be ‘Enable .’ Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

Find your firewall in the following table, and then click the link for the steps to configure the firewall.

When you have finished following the instructions for your firewall, return to this document to finish the steps.

If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup . This selection enables all features to start automatically the next time the computer starts up.

NOTE: To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.

Click Apply , and then click OK .

Click Restart .

Step eight: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Contextual wrapper – OOW options for USA and Canada only

Windows Vista

Follow these steps for the Windows Vista operating system. If you need to scan immediately, you can use the following scanning workarounds instead of troubleshooting.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first workaround you tried did not work.

How to scan with Windows Live Photo Gallery

To scan a document using Windows Live Photo Gallery in Windows Vista, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.

Prompted to enter your printer name/number in the search box?If you are prompted for additional information, use the following steps to access your printer support page.

Type your printer’s name and number in the search box, and then click Next .

If necessary, select your model in a list of similar printers.

Step two: Access the EWS

In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

Figure 3: Example IP address in the browser address bar

The EWS\Printer information page opens.

I got a security certificate error. What do I do?If a ‘There is a problem with this website’s security certificate ‘ message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ‘ Continue to this website (not recommended) ‘.

NOTE: Choosing ‘ Continue to this website (not recommended) ‘ will not harm your computer while you navigate within the printer’s EWS. If you encounter this error outside of your HP printer’s EWS, your computer could be at risk.

If the Web browser fails to open the EWS after you click ‘ Continue to this website (not recommended) ‘, refresh the browser window.

Continue to the next step.

Step three: Scan with the EWS

Browse to the Scan tab of the EWS.

NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.

Scan with HP Scan

Locate and double-click one of the following files. You will only have one to choose from.

Hpiscnapp.exe

Hpqscnvw.exe

This will launch the HP Scan application.

Select New Scan , and then change any desired settings to the scan.

Click Accept to save the scan to the desired location.

Follow these steps if you need to save the scan as another file type, such as a .PDF:

Right-click the recently saved file to open it in another application, such as Microsoft Word.

Save the new scan as the desired file type.

Before you begin troubleshooting

Before you work through the solutions, follow these steps.

Make a copy of a single-page documentTo make sure that the printer hardware functions correctly, try to copy a single-page document. (Do not copy this document, because it is very long!) If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that displays on the computer during copying.

Bookmark this pageSome of the following solutions require that you restart the computer. Consider bookmarking this page in your Web browser, so that you can return to it after restarting the computer.

Read how to use these solutionsTry each of the following solutions in the order presented. After completing the steps for each solution, try to scan. If the steps resolve the issue, you can stop troubleshooting. If the printer still does not work, continue to the next solution.

Important : You must follow the solutions in the order presented to resolve the issue.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

Press the Power button to turn off the printer.

Turn off the computer.

Press the Power button to turn on the printer.

Turn on the computer.

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to reset the devices.

Press the Power button to turn off the printer.

Shut the computer down, and then turn the router, switch, or access point off.

NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.

Turn the devices on again in the following order:

Networking device (the router, switch, or access point)

Printer

Computer

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Solution two: Select the correct printer in HP Solution Center

Follow these steps to make sure that the correct printer is selected in the HP Solution Center software that is installed on the computer.

NOTE: HP Solution Center provides access to all the scan functions of your printer, including setting up the scan button on the printer.

Make sure that the correct product tab is selected, if you have more than one HP product.

Look for any duplicate instances of the product, either on an additional tab at the top of the screen, or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the product name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1 .If there are duplicates, click the instance with the highest number after the word Copy . For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 appear in Solution Center, select HP Officejet Pro K8600 Copy 2 .

Try the scan again.

Solution three: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.

If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Try scanning again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Step one: Download the tool

NOTE: The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

Press the Power button to turn on the product, if it is not already on.

From the Product column in the Print and Scan Doctor, select your HP product.If your product is not in the list, turn it off and back on, and then click Retry .

Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.

Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

In the Print and Scan Doctor results screen, view the list of actionable results.

If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.

If you see a red X ( ), follow the on-screen instructions to resolve the issue.

When you have finished fixing all the diagnosed problems, click Test Scan or Skip .

If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Solution five: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Click the Windows icon ( ), and then click Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , and then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you do not use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

Deleting temporary Internet files

Deleting downloaded program files

Emptying the Recycle Bin

Deleting files from the Temporary folder

Deleting files created by other Windows tools

Removing optional Windows components that are not used

After selecting the components to remove, click OK .

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Use the MSCONFIG utility to prevent TSR programs and services from starting up.

On the Windows taskbar, click the Windows icon ( ), and then click Run . The Run window appears.

In the Open box, type MSCONFIG and click OK . The MSCONFIG utility window opens.

Click the General tab.

Click Selective Startup .

If there is a check mark next to Load Startup items, click to clear the check box.

Click the Services tab and select the Hide All Microsoft Services box.

Click Disable all .

Click Apply , and then click Close .

NOTE: If the message ‘Access is denied’ displays while making changes, click OK . The message will not prevent the changes from being made.

Click Restart to apply the changes the next time the computer is started.

After the computer is restarted and comes back to the Windows Desktop screen, the message ‘You’ve used system configuration utility to make changes to the way windows starts’ appears. Select the check box next to Do not show this message again .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

Turn on the printer.

Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step six: Re-enable background programs

Follow these steps to re-enable background programs.

On the Windows taskbar, click the Windows icon ( ).

In the Start Search dialog box, type msconfig , and then press Enter .If the User Account Control window opens with the message ‘Windows needs your permission to continue ,’ click Continue to close the window.

In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

CAUTION: Do not disable any Microsoft services.

If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startupcheckbox.

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step seven: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Click the Windows icon ( ), and then click Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , and then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you do not use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

Deleting temporary Internet files

Deleting downloaded program files

Emptying the Recycle Bin

Deleting files from the Temporary folder

Deleting files created by other Windows tools

Removing optional Windows components that are not used

After selecting the components to remove, click OK .

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

Click the Windows icon ( ). In the Start Search box, type msconfig , and then press the Enter key. The System Configuration Utility window opens.

Click the General tab.

NOTE: Make a note of the settings in the General tab now. You will need this information to return the settings to the original configuration.

Click Selective Startup .

If there is a check mark next to Load Startup Items , click to clear it.

Click the Services tab, and then select the Hide All Microsoft Services check box.

Click Disable All to clear all the check boxes on the list.

Click Apply , and then click Close .

NOTE: If an ‘Access is denied ‘ error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

Click Restart to apply the changes.

NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating ‘You’ve used system configuration utility to make changes to the way windows starts .’ To prevent this message from displaying again, select Do not show this message again .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

NOTE: Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.

Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

If available, select the Medium security setting when connected to your network.

If available, select the Trusted zone setting when connected to your network.

Restore any custom firewall settings to their default settings.

Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

Do not run more than one firewall at a time.

Use a manual IP address to improve the connection between the computer and your printer.

If you are still experiencing connection issues, continue to the next step.

Find the notification area in the lower right corner of your computer, near the clock.

Figure 4: Examples of the notification area on the computer

In the notification area, right-click the icon for the third-party software, and then click Enable . If you don’t know the name of your firewall program, mouse over the icon until your firewall program name displays.

NOTE: The option to turn on the software might not be ‘Enable .’ Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

Find your firewall in the following table, and then click the link for the steps to configure the firewall.

When you have finished following the instructions for your firewall, return to this document to finish the steps.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step seven: Re-enable background programs

Follow these steps to re-enable background programs.

On the Windows taskbar, click the Windows icon ( ).

In the Start Search dialog box, type msconfig , and then press Enter .If the User Account Control window opens with the message ‘Windows needs your permission to continue ,’ click Continue to close the window.

In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

CAUTION: Do not disable any Microsoft services.

If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startupcheckbox.

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step eight: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Contextual wrapper – OOW options for USA and Canada only

Windows 7

Follow these steps for the Windows 7 operating system. If you need to scan immediately, you can use the following scanning workarounds instead of troubleshooting.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first method you tried did not work.

How to scan with Windows Live Photo Gallery

To scan a document using Windows Live Photo Gallery in Windows 7, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.

Video of scanning with Windows Live Photo Gallery

The following video demonstrates how to scan with Windows Live Photo Gallery in Windows 7.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Prompted to enter your printer name/number in the search box?If you are prompted for additional information, use the following steps to access your printer support page.

Type your printer’s name and number in the search box, and then click Next .

If necessary, select your model in a list of similar printers.

Step two: Access the EWS

In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

Figure 5: Example IP address in the browser address bar

The EWS\Printer information page opens.

I got a security certificate error. What do I do?If a ‘There is a problem with this website’s security certificate ‘ message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ‘ Continue to this website (not recommended) ‘.

NOTE: Choosing ‘ Continue to this website (not recommended) ‘ will not harm your computer while you navigate within the printer’s EWS. If you encounter this error outside of your HP printer’s EWS, your computer could be at risk.

If the Web browser fails to open the EWS after you click ‘ Continue to this website (not recommended) ‘, refresh the browser window.

Continue to the next step.

Step three: Scan with the EWS

Browse to the Scan tab of the EWS.

NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.

Scan with HP Scan

Locate and double-click one of the following files. You will only have one to choose from.

Hpiscnapp.exe

Hpqscnvw.exe

This will launch the HP Scan application.

Select New Scan , and then change any desired settings to the scan.

Click Accept to save the scan to the desired location.

Follow these steps if you need to save the scan as another file type, such as a .PDF:

Right-click the recently saved file to open it in another application, such as Microsoft Word.

Save the new scan as the desired file type.

Before you begin troubleshooting

Before you work through the solutions, follow these steps.

Make a copy of a single-page documentTo make sure that the printer hardware functions correctly, try to copy a single-page document. (Do not copy this document, because it is very long!) If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that displays on the computer during copying.

Bookmark this pageSome of the following solutions require that you restart the computer. Consider bookmarking this page in your Web browser, so that you can return to it after restarting the computer.

Read how to use these solutionsTry each of the following solutions in the order presented. After completing the steps for each solution, try to scan. If the steps resolve the issue, you can stop troubleshooting. If the printer still does not work, continue to the next solution.

Important : You must follow the solutions in the order presented to resolve the issue.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

Press the Power button to turn off the printer.

Turn off the computer.

Press the Power button to turn on the printer.

Turn on the computer.

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to reset the devices.

Press the Power button to turn off the printer.

Shut the computer down, and then turn the router, switch, or access point off.

NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.

Turn the devices on again in the following order:

Networking device (the router, switch, or access point)

Printer

Computer

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

Solution two: Select the correct printer in HP Solution Center

Make sure that the correct product tab is selected, if you have more than one HP product.

Look for any duplicate instances of the product, either on an additional tab at the top of the screen, or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the product name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1 .If there are duplicates, click the instance with the highest number after the word Copy . For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 appear in Solution Center, select HP Officejet Pro K8600 Copy 2 .

Try the scan again.

Solution three: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.

If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Try scanning again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Step one: Download the tool

NOTE: The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

Press the Power button to turn on the product, if it is not already on.

From the Product column in the Print and Scan Doctor, select your HP product.If your product is not in the list, turn it off and back on, and then click Retry .

Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.

Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

In the Print and Scan Doctor results screen, view the list of actionable results.

If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.

If you see a red X ( ), follow the on-screen instructions to resolve the issue.

When you have finished fixing all the diagnosed problems, click Test Scan or Skip .

If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Solution five: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Click the Windows icon ( ), and then click All Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , and then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you do not use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

Deleting temporary Internet files

Deleting downloaded program files

Emptying the Recycle Bin

Deleting files from the Temporary folder

Deleting files created by other Windows tools

Removing optional Windows components that are not used

After selecting the components to remove, click OK .

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

On the Windows taskbar, click the Windows icon ( ).

In the Search programs and files box, type msconfig , and then press Enter . The System Configuration Utilitywindow opens.

Click the General tab, and then select Selective Startup .

If there is a check mark next to Load Startup items , select the check mark to remove it.

Click the Services tab, and then click the Hide All Microsoft Services check box.

Click Disable all .

Click Apply , and then click Close .

NOTE: If an ‘Access is denied ‘ error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

Select Restart to apply the changes to the computer during the next restart.

NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating ‘You’ve used system configuration utility to make changes to the way windows starts .’ To prevent this message from displaying again, select Do not show this message again .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

Turn on the printer.

Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step six: Re-enable background programs

Follow these steps to enable the Startup software.

On the Windows taskbar, click the Windows icon ( ).

In the Start Search dialog box, type msconfig , and then press Enter .If the User Account Control window opens with the message ‘Windows needs your permission to continue ,’ click Continue to close the window.

In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

CAUTION: Do not disable any Microsoft services.

If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startupcheckbox.

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step seven: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Click the Windows icon ( ), and then click All Programs .

Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

Click Uninstall or Uninstall Software , and then follow the on-screen instructions to complete the process. Use the following information to determine which option to choose when you remove the software:

Uninstall all HP printers associated with this device

Select this option if you do not have another HP printer or All-in-One that might be sharing some software.

Choose which HP printers to uninstall

Select this option if another HP printer or All-in-One shares some software, or if you want to remove only certain components that you do not use.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

Deleting temporary Internet files

Deleting downloaded program files

Emptying the Recycle Bin

Deleting files from the Temporary folder

Deleting files created by other Windows tools

Removing optional Windows components that are not used

After selecting the components to remove, click OK .

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

On the Windows taskbar, click the Windows icon ( ).

In the Search programs and files box, type msconfig , and then press Enter . The System Configuration Utilitywindow opens.

Click the General tab, and then select Selective Startup .

If there is a check mark next to Load Startup items , select the check mark to remove it.

Click the Services tab, and then click the Hide All Microsoft Services check box.

Click Disable all .

Click Apply , and then click Close .

NOTE: If an ‘Access is denied ‘ error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

Select Restart to apply the changes to the computer during the next restart.

NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating ‘You’ve used system configuration utility to make changes to the way windows starts .’ To prevent this message from displaying again, select Do not show this message again .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

NOTE: Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.

Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

If available, select the Medium security setting when connected to your network.

If available, select the Trusted zone setting when connected to your network.

Restore any custom firewall settings to their default settings.

Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

Do not run more than one firewall at a time.

Use a manual IP address to improve the connection between the computer and your printer.

If you are still experiencing connection issues, continue to the next step.

Find the notification area in the lower right corner of your computer, near the clock.

Figure 6: Examples of the notification area on the computer

In the notification area, right-click the icon for the third-party software, and then click Enable . If you don’t know the name of your firewall program, mouse over the icon until your firewall program name displays.

NOTE: The option to turn on the software might not be ‘Enable .’ Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

Find your firewall in the following table, and then click the link for the steps to configure the firewall.

When you have finished following the instructions for your firewall, return to this document to finish the steps.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step seven: Re-enable background programs

Follow these steps to enable the Startup software.

On the Windows taskbar, click the Windows icon ( ).

In the Start Search dialog box, type msconfig , and then press Enter .If the User Account Control window opens with the message ‘Windows needs your permission to continue ,’ click Continue to close the window.

In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

CAUTION: Do not disable any Microsoft services.

If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startupcheckbox.

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step eight: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Contextual wrapper – OOW options for USA and Canada only

Windows 8

Follow these steps for the Windows 8 operating system. If you need to scan immediately, you can use the following scanning workarounds instead of troubleshooting.

NOTE: If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first method you tried did not work.

How to scan with Paint

To scan using Paint in Windows 8, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.

Prompted to enter your printer name/number in the search box?If you are prompted for additional information, use the following steps to access your printer support page.

Type your printer’s name and number in the search box, and then click Search .

If necessary, select your model in a list of similar printers.

Step two: Access the EWS

From the Desktop, open an Internet browser such as Internet Explorer.

In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

Figure 7: Example IP address in the browser address bar

NOTE: Make sure that pop-up windows are not blocked in the browser. If pop-up windows are blocked, a message under the address line explains how to allow pop-up windows. If you try to scan with pop-up windows blocked, the scan fails.

The EWS\Printer information page opens.

I got a security certificate error. What do I do?If a ‘There is a problem with this website’s security certificate ‘ message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ‘ Continue to this website (not recommended) ‘.

NOTE: Choosing ‘ Continue to this website (not recommended) ‘ will not harm your computer while you navigate within the printer’s EWS. If you encounter this error outside of your HP printer’s EWS, your computer could be at risk.

If the Web browser fails to open the EWS after you click ‘ Continue to this website (not recommended) ‘, refresh the browser window.

Continue to the next step.

Step three: Scan with the EWS

Browse to the Scan tab of the EWS.

NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.

Before you begin troubleshooting

Before you work through the solutions, follow these steps.

Make a copy of a single-page documentTo make sure that the printer hardware functions correctly, try to copy a single-page document. (Do not copy this document, because it is very long!) If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that displays on the computer during copying.

Bookmark this pageSome of the following solutions require that you restart the computer. Consider bookmarking this page in your Web browser, so that you can return to it after restarting the computer.

Read how to use these solutionsTry each of the following solutions in the order presented. After completing the steps for each solution, try to scan. If the steps resolve the issue, you can stop troubleshooting. If the printer still does not work, continue to the next solution.

Important : You must follow the solutions in the order presented to resolve the issue.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

Press the Power button to turn off the printer.

Turn off the computer.

Press the Power button to turn on the printer.

Turn on the computer.

Make sure that all devices are ready.

Try scanning again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to restart the devices.

Step one: Restart the devices

Important : You must follow these steps in the order presented .

Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.

Click Settings .

Click Power .

Hold the Shift key down, and then click or tap Shut down .

NOTE: When you hold the Shift key down while clicking Shut down , it causes the computer to fully shut down, which clears network settings from the computer.

Turn off any routers and network devices.

Press the Power button to turn off the printer.

NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

Turn on any routers and any other network devices. Wait for them to completely turn back on.

Turn on the computer.

Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step two: Try the scan again

Try the scan again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Solution two: Select the correct printer in HP Solution Center

Open HP Solution Center with one of the following methods:

Double-click the HP Printer icon on the desktop.

Right-click the lower left corner of the screen, click Search in the menu, type solution in the search box, and then click HP Solution Center .

Make sure that the correct printer tab is selected, if you have more than one HP printer.

Look for any duplicate instances of the printer, either on an additional tab at the top of the screen, or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the printer name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1 .If there are duplicates, click the instance with the highest number after the word Copy . For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 display in HP Solution Center, select HP Officejet Pro K8600 Copy 2 .

Try the scan again.

Solution three: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.

Check the instructions on the page, and then click or tap the Plus sign ( ) next to the correct heading for additional instructions:

If prompted to enter your printer number in the window .

Type your printer number in the window.

Click or tap Next . If necessary click or tap your model in a list of similar printers.

Click or tap Software and Driver Downloads .

Click or tap the drop-down arrow ( ), and then click or tap your operating system.

Click or tap Next , and then continue to the next step.

If prompted to select your operating system .

Click or tap the drop-down arrow ( ), and then click or tap your operating system.

Click or tap Next , and then continue to the next step.

Click or tap the Plus sign ( ) next to Firmware , Update , Patch , and Software , if these items are available.

If there is a Critical option listed in each of the items, click or tap it.

Click or tap Download , and then follow the on-screen instructions to complete the installation.

Try scanning again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Step one: Download the tool

NOTE: The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

Press the Power button to turn on the product, if it is not already on.

From the Product column in the Print and Scan Doctor, select your HP product.If your product is not in the list, turn it off and back on, and then click Retry .

Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.

Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

In the Print and Scan Doctor results screen, view the list of actionable results.

If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.

If you see a red X ( ), follow the on-screen instructions to resolve the issue.

When you have finished fixing all the diagnosed problems, click Test Scan or Skip .

If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Solution five: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

Press the Power button to turn on the printer.

Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .

Right-click your HP printer’s name, and then click Uninstall .

Follow the on-screen instructions to uninstall the software.

Repeat these steps for each occurrence of your printer’s name until none remain in the list.

What if an error message displays during the uninstall?If an error message displays while you are uninstalling the software, follow these steps.

Click OK to close the error message.

Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then typeadministrative tools .

Click Administrative Tools in the results.

Double-click Print Management , and then double-click All Drivers .

Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete .

Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Disk Cleanup .

Click Free up disk space by deleting unnecessary files .

Select the drive containing the operating system and click OK .

Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

Step three: Turn off programs that run in the background

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.

In the System Configuration window, click the option button beside Selective Startup , and then click the box next toLoad startup items to remove the checkmark.

Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All .

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

Video of downloading and installing the Full Feature software with a USB connection

The following video demonstrates how to download and install the Full Feature software with a USB connection in Windows 8.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step six: Re-enable background programs

Follow these steps to re-enable background programs.

Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.

In the System Configuration window, click the option button beside Normal Startup .

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step seven: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

If the issue persists , continue to the next solution.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

NOTE: Do not disconnect the printer from the network to uninstall the software.

Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .

Right-click your HP printer’s name, and then click Uninstall .

Follow the on-screen instructions to uninstall the software.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Disk Cleanup .

Click Free up disk space by deleting unnecessary files .

Select the drive containing the operating system and click OK .

Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

Step three: Turn off programs that run in the background

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.

In the System Configuration window, click the option button beside Selective Startup , and then click the box next toLoad startup items to remove the checkmark.

Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All .

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step four: Reset the printer

Press the Power button ( ) to turn on the product.

With the product turned on , disconnect the power cord from the rear of the product.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the product.

If the product does not turn on by itself, press the Power button ( ) to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

The following solution includes instructions to “click” an element on the screen to perform the task. In Windows 8, users with touchscreens can also tap those elements to perform the task.

NOTE: Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.

Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

If available, select the Medium security setting when connected to your network.

If available, select the Trusted zone setting when connected to your network.

Restore any custom firewall settings to their default settings.

Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

Do not run more than one firewall at a time.

Use a manual IP address to improve the connection between the computer and your printer.

If you are still experiencing connection issues, continue to the next step.

Find the notification area in the lower right corner of your computer, near the clock.

Figure 8: Examples of the notification area on the computer

In the notification area, right-click the icon for the third-party software, and then click Enable . If you don’t know the name of your firewall program, mouse over the icon until your firewall program name displays.

NOTE: The option to turn on the software might not be ‘Enable .’ Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

Find your firewall in the following table, and then click the link for the steps to configure the firewall.

When you have finished following the instructions for your firewall, return to this document to finish the steps.

Make sure that your operating system is selected, and then click Next .

Scroll down the page, and then click Driver .

Click Download , and then follow the on-screen instructions to save the software to your computer.

Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step seven: Re-enable background programs

Follow these steps to re-enable background programs.

Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.

In the System Configuration window, click the option button beside Normal Startup .

Click Apply , and then click OK .

When prompted to restart the computer, click Restart .

Step eight: Try the scan again

Try the scan job again.

If these steps resolved the issue , you do not need to continue troubleshooting.

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